Mr. Pearson

Bryan Pearson

President & CEO

LoyaltyOne Inc.

With more than two decades experience developing meaningful customer relationships for some of the world’s leading companies, Bryan Pearson is an internationally recognized expert and author in the fields of enterprise loyalty and coalition marketing. As President of LoyaltyOne, a pioneer in loyalty strategies and measured marketing, he heads six global enterprises, leveraging the knowledge of 120 million customer relationships over 20 years to create relevant communications and enhanced shopper experiences.

A sought-after speaker and author of the forthcoming book The Loyalty Leap: Turning Customer Information into Customer Intimacy, Mr. Pearson has presented in North and South America, Europe and Asia at such well-known events as Loyalty World, Card Forum and the Economic Club of Canada. He also is a frequent speaker at conferences hosted by the Direct Marketing Association and the Canadian Marketing Association.

Mr. Pearson has been quoted in more than 150 U.S. news outlets, including The Wall Street Journal, Forbes, BusinessWeek, the Los Angeles Times, MSNBC and the Atlanta Journal-Constitution. He is a regular contributor to Retail Customer Experience, Customer Think, Creative Match and COLLOQUY and has been widely quoted in the Globe and Mail, the Vancouver Sun, National Post and Direct Marketing News. In addition, he serves as a member of the Executive Committee of Alliance Data, owner of LoyaltyOne.

The Loyalty Leap: Turning Customer Information into Customer Intimacy, will be published in May 2012 by the Portfolio imprint of Penguin Group in both the US and Canada. The book draws on Mr. Pearson’s first-hand experience in building emotional loyalty in an information age, with insightful stories from the trenches of the data-gathering and marketing communications fields. The Loyalty Leap details strategies for building unwavering customer loyalty while also navigating the minefields of privacy. While other business books address customer service and data as the abstract fruit of technology, only The Loyalty Leap reveals how shopper data can be used as the cornerstone upon which to build intimate customer relationships, leading to profitable growth in the new era of marketing. For information and book pre-orders, visit www.pearson4loyalty.com.

Mr. Pearson joined Alliance Data (formerly The Loyalty Group) in 1992, was appointed President of the AIR MILES Reward Program (AMRP) in 1999 and of LoyaltyOne in 2006. Since then, Mr. Pearson spearheaded LoyaltyOne’s expansion into South America and the launch of AIR MILES My Planet and AIR MILES for Social Change, growing AMRP to more than 10 million accounts – two-thirds of Canadian households. In 2010, LoyaltyOne earned more than 30 awards for its role as a best employer, its green initiatives, its marketing and its human resources.

Prior to LoyaltyOne, Mr. Pearson launched his career in brand marketing at the Quaker Oats Co. of Canada, followed by a position in technology/software at Alias Research Inc.

Mr. Pearson can be contacted at 416-228-6500 or bpearson@loyalty.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.